Knowledge base organization with page label for FAQs
답변함I’m thinking to structure my Help Center's knowledge base by different features of our software and was wondering if it could be a good idea to use the label “FAQ” for all FAQ pages that will be classified under the relevant section rather than creating a category called FAQ which will be once again organized by different sections corresponding to different functions/features.
Below is the schema I have in mind:
Category 1
Section A
- Article 1
- Article 2 (label FAQ)
Section B
- Article 1
- Article 2 (label FAQ)
- Article 3 (label FAQ)
Instead of :
Category 1
- Section A
Category 2
- Section A
- Section B
FAQ
- Category 1
- Section A
- Article 1
- Article 2…etc
- Section A
Thank you for your insight.
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Hi Sophie,
I think it all depends on how you think people will use your Help Center to best know where the FAQ articles should reside. Will people be browsing in the help center or searching? Do people come there for a quick resolution or to learn more? And also, how many articles will there be - will the FAQ articles be easy to find within each product/feature or will people have to go through several pages to find them?
For our particular help center, we would use your approach and put the FAQ article within each product/feature with a FAQ label so I definitely think it's a good option. But having a dedicated FAQ category also can make sense if people are coming to your site for quick troubleshooting so it really does come down to how you think your visitors will use your help center.
Good luck on your setup and feel free to ask away if you have any other questions!
Maggie
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Thank you very much Maggie for your comment. I feel comforted knowing that this way of using labels can be a good idea. It seems to me that this can work for us as long as we can highlight the articles with FAQ label in the Help center's homepage, which I believe is possible with the Professional plan.
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